British Gas - Phone service - help!

stuartm

Hi

My elderly mother has recieved a bill from OneTel which neither she nor I could understand as she has never requested or signed up for any service from them.

After waiting an age on their customer support line, it seems that British Gas have signed her up for the service and have been routing her calls through them. As she was a British Gas subscriber for gas (only) at the time, they had access to all her direct debit information.

After a frustrating conversation with their offshore call centre employee and their supervisor, we have got the account cancelled, but there is a balance on the account (only a few pounds but that isn't the point) which they are refusing to waive. They say they wrote to her to confirm her service, but she did nothing of the kind.

Is this sort of practice illegal? Is there anything we can do? How can they sign her up for a service without her consent then try to extort money?

The account closure will take 10 working days, during which time she's been told to dial 1280 in front of all her numbers to route them via BT. Does anyone know if this is correct? She's an existing call18866 user, so would like to still use them if possible.

Thanks in advance for any help/advice.

nickforhire

You can call british gas and ask for a copy of the call in which they signed her up. They should be able to provide it, there is a contract scrip they're meant to go through so it should be very obvious if she gave her consent or not.

pricefighter

Yes she can still use 18866,as her line rental is still with BT.But 1899 is now cheaper! for peak 01/02 calls and Primus Saver is offering FREE E&W calls to 01/02 numbers.

By putting 1280 in front of number her call traffic will go via BT.

If you think that she has been the subject of misselling (Slamming) .
Complete the Ofcom online complaint form here :http://www.ofcom.org.uk/complain/landline/slamming/

stuartm

Thanks nicforhire and pricefighter. I called British Gas (as opposed to the OneTel 'support' line) and they said a 'manager' will call me back tomorrow. If I get no joy, then I'll ask for thte transcript and if (when) they can't provide it, will try Ofcom.

I also obtained an address for OneTel's complaints office, which I discovered is 15 mins from where I live. Thinking about going round in person!

pricefighter

Talk Talk now own OneTel !